CSM Lead – Global SaaS

3 weeks ago

Bengaluru, Karnataka, India Bik Full time

We are a YC and Sequoia-backed Series A company transforming the eCommerce ecosystem with innovative marketing and customer support solutions.

Our products help businesses in the US and India scale efficiently and drive revenue growth.

Overview

As the CSM Lead, you will lead a 10-member global Customer Success team across IST and ET time zones.

Your focus will be on retention, satisfaction, and revenue growth, ensuring seamless customer experiences while driving upsell and cross-sell opportunities.

This role is pivotal in minimizing churn and maximizing customer value through structured processes and data-driven strategies.

Key Responsibilities

  • Team Leadership – Mentor and manage a global CSM team, ensuring high performance and alignment with business goals.
  • Process Optimization – Standardize operations by developing and implementing SOPs, leveraging HubSpot for reporting and analytics.
  • Revenue Growth – Drive upsell and cross-sell strategies to expand customer accounts, working closely with Sales and Product teams.
  • Client Retention – Maintain a churn rate below 1% through proactive engagement and strong customer relationships.
  • Performance Metrics – Track and analyze team performance and customer success KPIs to ensure continuous improvement.What You Bring
  • Leadership Experience – Proven ability to lead and scale global teams of 10+ CSMs across multiple time zones.
  • Revenue Ownership – Managed portfolios of $5M+ ARR, with a strong track record in upselling and expansion.
  • Process-Driven Approach – Expertise in SOP development and CRM tools like HubSpot to drive efficiency.
  • Global SaaS Expertise – Deep understanding of customer success in SaaS, particularly in the US and Indian markets.

Why Join Us?

  • Be part of a fast-growing, YC & Sequoia-backed startup shaping the future of eCommerce.
  • Work with a collaborative, high-impact team solving global challenges.
  • Enjoy competitive compensation, benefits, and career growth opportunities.
  • Apply Now – If you're a strategic leader passionate about customer success, we'd love to hear from you

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